I get an error when choosing a phone in setting up Azure account

Question

When I try to set up authentication, I get an error. It happens when I write a phone number and click Next. What to do?

Answer 1

Hi @Justė ,

Thanks for your post and sorry to hear that you are facing this issue! I understand that you are trying to register for Azure MFA and add a phone number but are receiving the error, "We're sorry, we ran into a problem. Please select "Next" to try again."

Before trying additional troubleshooting steps, I would first verify that the user is not blocked. Go to the Microsoft Entra admin center, search for "Multifactor authentication", and select Block/unblock users under Settings.

Users may have been blocked by a risky or suspicious activity. If this is the case. you can unblock the user by selecting that option next to the user's name.

If this does not work or if the user is not showing up as blocked, you can try these further steps to diagnose this error.

1. Check the Azure AD Audit logs and find the activity associated with that error by selecting the log and going to Activity.
2. Check the "STATUS REASON" in the log.
3. The status reason should give you some clue as to why the user is receiving the error. For example, if the status says "User failed to start the registration", this means that the user account is missing the necessary licenses for the service.
4. Verify that there aren't any conditional access settings or disallowed authentication methods that could be preventing the user for registering the security information.

If none of these suggestions work, feel free to reach out to me at AzCommunity@microsoft.com ("Attn: Marilee Turscak") and include your subscription ID and a link to this thread so that we can work to get this resolved.

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